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3.Конкурентное преимущество компании во многом зависит от умения компании быстро и своевременно приспосабливаться к новым методам работы.

4.Управленческие навыки – это умения, которым необходимо учиться. А талант – это замечательный дар, который необходимо развивать и поддерживать.

5.Чтобы удержать талантливых людей в организации, необходимо создать рабочий климат благоприятный для их творчества, самовыражения, проявления инициативы и желания идти на риск.

6.Талантливым людям необходима поддержка, понимание и признание их заслуг со стороны руководства.

7.Возможность работать по гибкому графику и иметь дополнительные дни к отпуску рассматривается многими работниками как значительное преимущество.

8.Необходимость следовать строгим правилам и инструкциям часто заставляет талантливых и творческих людей отклонять выгодные предложения о работе в иерархических или бюрократических структурах.

9.Создание сплочённых команд профессионалов под руководством компетентных руководителей, которые стремятся поощрять творчество и инициативу, способствует успеху любой компании.

Skills: Job interview at a hotel

Read the interview and answer the questions below.

Interviewer: So, what’s your interest in the industry? Why are you attracted to a hotel career?

Interviewee: I’ve chosen to study Hotel and Catering Management. It’s mainly because I think that this course is quite practical and useful and I also know that the hotel industry is going to be a booming industry.

Interviewer: That’s correct.

Interviewee: And I also want to choose some kind of career which is serviceoriented, which has direct contact with the guest – I can learn interpersonal skills, communication skills and learn how to cooperate with other people. I think it’s quite important.

Interviewer: OK, good. What do you think would be your strong and weak points, your strengths and weaknesses?

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Interviewee: Strengths and weaknesses? As I mentioned, I’m very serious about my work – that’s my strength. Besides I’m enthusiastic. I am always willing to help… and I’m happy to take on numerous responsibilities at any time. I always try my best to complete all tasks up to standard, and I’m friendly and willing to help.

Interviewer: OK, and your weaknesses?

Interviewee: Sometimes I lack confidence. And when I need to make a decision I need to get support from others.

Interviewer: How would you handle, for example, a very angry guest at seven o’clock in the morning who has just come off an eleven-hour flight, and has found out that his room won’t be ready until one o’clock?

Interviewee: I think firstly I would calm the guest down or invite him to a private place, because I wouldn’t want other guests to hear him complaining. After that I would listen to his story about what happened so that I have a general idea of the situation. Then, if I could, I would try some methods to come him down or compensate him for what he has encountered.

Interviewer: OK, what position do you see yourself having in five year’s time?

Interviewee: As I mentioned before, I’m interested in the front office…so maybe… I think that in five year’s time I would like to be the assistant manager… that’s my goal.

Interviewer: Do you have any questions that you would like to ask me, anything that you would like to know?

Interviewee: I would like to know what the hotel attitude towards the trainee is. What expectations do you have of the trainee?

Interviewer: OK, what we expect from the trainee is very basic. As for the duties, we expect you to be there on time. Let’s say your working hours are from nine to five thirty. You shouldn’t leave the hotel before that time and I would like you to report for your duty, let’s say, at five.

Answer the questions

1.What attracts the candidate to a hotel career?

2.What does the interviewee think about her strengths?

3.What weaknesses does the interviewee have?

4.How would the interviewee deal with the angry client who is very tired of his long flight but his room hasn’t been ready for him yet?

5.What position would the interviewee like to occupy in five years?

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Asking questions diplomatically

1.Look at the following two ways of asking the same questions. Which question is better to use in an interview? Why?

a)What are your strengths and weaknesses?

b)What do you think your strengths and weaknesses are?

If you are an interviewer, you can begin a diplomatic question with:

What would you say if…. ? What / Why do you think that … ?

If you are an interviewee, you can begin your diplomatic question with:

I would like to know…. I would like to ask about … Could you tell me about ….

Eg. Instead of saying:

How can I get promotion quickly?

You could say:

I would like to know about the opportunities for promotion? or Could you tell me about the opportunities for promotion?

2.Look at these questions and decide whether the interviewer or the candidate asks them. Make the questions more diplomatic.

1.How much money do you want to earn?

2.Are there any opportunities for training?

3.What will I have to do in the first three months if I get the job?

4.What was the most difficult situation you have ever handled?

5.Why should we hire you?

6.How is the department organized?

Discuss the following questions about a job interview.

1.What should you wear for a job interview?

2.Should you try to have a small talk?

3.When an interviewer asks about your achievements, should you be modest or should you sell yourself and perhaps exaggerate your experience and achievements a little?

4.What topics should you avoid asking the interviewer about?

5.Do you think the answers to these questions might depend on which country you are in or on the culture of organization?

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Case study: The Bellagio interview

You are members of the HR team that is responsible for the recruitment process at the Bellagio. You have been asked to design the list of questions for the behavioral interview that will be used by all the hiring managers. This interview will last a maximum of 30 minutes and will contain six questions designed to evaluate the behavior of the candidates.

The HR team have agreed that the questions should focus on as many of the following areas as possible:

Conflict solving – will he/ she get on with other people? Authority – will he/she respect authority?

Ambition – Is he/she interested in career development? Networking – is he/she able to develop and maintain contacts? Sociability – will he/she mix easily with other people? Appearance – is this important for the candidate?

Stress – can he/she operate under stress?

Resourcefulness – can he/she handle unexpected situations?

Task

Work in groups. Design the interview. Prepare the list of questions that you will ask candidates. Choose the areas you would like to speak about, the questions and the order in which the questions will be asked. Explain why you decide, for example, first to ask about a candidate’s abilities to solve conflicts instead of a candidate’s interest in working at the hotel.

Unit 7 Motivation

Read the text and be ready to speak on it.

Professor Frederick Herzberg was a clinical psychologist and later Professor of Management at the University of Utah. His ideas on management have been rather challenging since they were published in 1959. His theory is still useful for managers who want to motivate their employees.

Herzberg carried out a motivation study on 200 accountants and engineers who worked in companies in the USA. The responses that Herzberg obtained were interesting and fairly similar. The survey showed that good feelings were usually associated with job experience and job content. One example of these was the head of an accounting department; he was given a job of installing new computer equipment. He took pride in his work and was pleased to know that the new equipment made a big difference in how his department functioned.

On the other hand, bad feelings the workers had were usually associated with the surrounding of the job – the job context. An example of these feelings was